HubSpot Service Hub

Solution de service client basée sur le cloud conçue pour les entreprises de toutes tailles

Note globale

4,4 /5
(140)
Rapport qualité-prix
4,2/5
Fonctionnalités
4,0/5
Simplicité d'utilisation
4,4/5
Support client
4,6/5

94%
des utilisateurs recommandent cette application
Classer par

140 avis

Utilisateur vérifié
Note globale
  • Secteur d'activité : Formation professionnelle et coaching
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Hubspot est un outil CRM complet et très riche mais présente quelques lacunes

Publié le 08/05/2023

Mon outil CRM favori !

Avantages

Je suis partisan de HS. Je l'ai utilisé dans deux sociétés différentes et de deux façons différentes. Pour moi, l'outil est complet et permet une gestion optimale du support client.

Inconvénients

HS propose paradoxalement trop de fonctionnalités au détriment d'une certaine simplicité.

Georgia
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Everything in one place

Publié le 14/11/2019

We have one place for everything instead of multiple systems.

Avantages

I can see marketing and sales deals so I know my customers before they become customers. We have one place for everything instead of multiple systems.

Inconvénients

It can be difficult to put principles together for where different tings are logged (Contact, company or deal) and therefore was difficult to get it to fit our business model.

Alissa
Note globale
  • Secteur d'activité : Immobilier
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Great way for our team to stay organized!

Publié le 16/10/2019

Our experience with Service Hub has been great. The transition from our previous product was fairly painless (and they've added even more features to help with that transition since we've switched), and we've had outstanding customer service when we've had questions or issues arise.

Avantages

Hubspot Service Hub has allowed our small team to stay organized and give our users as much support as possible without always being available to help in person within a few minutes. The knowledge base setup is super easy, appealing for our users, and customizable.

Inconvénients

Hubspot definitely isn't the cheapest option when you weigh all the platforms out there, but you definitely have to weigh ease of use, centralizing everything you need to do for your business and level of customer service.

Alternatives envisagées 

Olark, Intercom et Zendesk Suite

Pourquoi choisir HubSpot Service Hub 

We wanted an all in one solution where we could manage our customers from the lead/sales side with our support and feedback. Hubspot has been able to give us that and more. Conversations is more robust, the knowledge base more organized, and the ability to send feedback is a plus.

Logiciel antérieur 

Intercom

Pourquoi passer à HubSpot Service Hub

We chose Hubspot Service over competitors because of how well it paired the other products and we desperately needed to centralize our team and processes.
Dan
Note globale
  • Secteur d'activité : Appareils médicaux
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 6.0 /10

Hubspot Service Hub Review

Publié le 17/10/2019

Avantages

It's categorization and click/drag feature of kb articles, ease of publishing, case workflow visualization

Inconvénients

No public access for our own customers to view their own cases (open or otherwise) in the support portal. Organizationally, this means they will be managing case volumes through their email, only IF they were copied on the case to begin with.
File limitations; kb indicates there are no file restrictions other than on video, where we found there to be a 2 gb limit on ANY file.

Cierra
Note globale
  • Secteur d'activité : Divertissement
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Make your life easier...Switch to Hubspot!

Publié le 12/11/2019

Overall the service hub has been a fantastic tool. We have been able to capture and manage customer expectations immediately and effectively thanks to the Surveys specifically. We now capture results in real time direct;y after a customer has finished our sales cycle and their customer journey. The tool has allowed us to get quick responses, see where we excel and shine within our industry as well as where we can improve all from the voice of our customers. Love working with this tool

Avantages

Hubspot has allowed us to save time and reach our customers on a whole new level. Once we implemented Hubspot the possibilities truly became endless. From a sales perspective we have learnt valuable ways to reach our customers through the sales blog, templates and snippet suggestions etc. In addition we have been able to market to our clients using platforms we didn't even know were possible. Created personalized landing pages, calendar links to schedule meetings and calls saving time going back and forth. Not to mention automation and work flows- a time saver!!! Cant rave enough about using Hubspot and cant wait to see waht they come out with next!!!

Inconvénients

Honestly, I think thing we like least about the software is that you cant use the social features to post videos to Instagram from the social hub. Other than that there isn't anything we dont like!

Mandi
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 6.0 /10

Service Hub needs to be further developed

Publié le 22/10/2019

Our experience has been okay with Hubspot setup. Our onboarding specialist has been trying to help us through some situational challenges with what we are wanting to accomplish within Hubspot, but we keep running into limitations of what Hubspot offers within Service Hub so far. I think they just need more time to further develop with the feedback from customers.

Avantages

I like the built in reports and default properties that minimized set up time.

Inconvénients

I'm not able to customize ticket properties seen when creating/viewing tickets per pipeline so I had to set it up to see all needed properties for all 3 pipelines on each ticket. There is no visibility into our chatbot conversations before they are handed off to a human. Contacts are created from each email sent through service hub and also from ticket submission, when we do not want this to occur. I also can't edit the Support Form to have only ticket properties since it connects to the contact properties to create a contact. I get that Hubspot charges based on number of contacts, but they should give customers the option on whether or not certain actions will create a contact or not. It may make sense for sales hub to do that, but not for service hub. We don't want a bunch of contacts in our system that are possibly end users of our product and not customers.

Alternatives envisagées 

Zoho Desk et Zendesk Suite

Pourquoi choisir HubSpot Service Hub 

We loved that a lot of the features we were paying extra for through many different tools was included with Hubspot, such as the chat bot, meeting links with Google calendar integration, Slack integration, and easy to use automation setup.

Pourquoi passer à HubSpot Service Hub

For the complex automation and integrations we wanted Hubspot was the best choice.
Stefano
Note globale
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Straightforward, out-of-the-box service solution

Publié le 13/11/2019

Overall Service Hub was very easy to set up, and the breadth of features integrated well with our existing instance of HubSpot. However, in some cases, this comes at the expense of fully built out features. To be expected for a relatively young product, and I look forward to these flaws being ironed out in the months to come.

Avantages

The ease of setup was the best thing about it, and given that it integrated seamlessly with our preexisting HubSpot apps, it was a no-brainer. It allowed us to continue using HubSpot and expand our view of our customer interactions to include support tickets.

The aspect we have made the most use of by far is the Knowledge Base functionality. This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own. The insights we get on the helpfulness of articles is also useful to see where refinements can be made and where we are lacking.

Inconvénients

The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out. For example, you cannot use HubSpot forms to populate custom Ticket properties, which renders them almost useless as a means of collecting information about the customer's problem. The UI for ticketing should have its own 'look', as they are basically indistinguishable from contacts, making it quite difficult to read simple information, like ticket status and description.

Carrie
Note globale
  • Secteur d'activité : Loisirs, voyage et tourisme
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Looking forward to more features!

Publié le 16/10/2019

Avantages

The Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support.

Inconvénients

Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language.

Adam
Note globale
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

It has it's flaws but overall t's a great piece of softwareThe usability of the software and...

Publié le 13/11/2019

It's taken a while to learn the idiosyncrasies of the platform and get it into workable, flexible solution for multiple clients but its very good and the experience has been positive.

Avantages

The usability of the software and how easy it is to integrate with other platforms. It gives a clear and intuitive platform for companies from SME to enterprise. We were able to scale it from a 200 customer support to a 160,000 enquiry platform within 3 weeks which made a huge impact to the client and allowed us to push it into more.

Inconvénients

It still needs some work to get it fully up and running seamlessly with the other Hubs within HubSpot and some of the limitations can be frustrating but the cohesion with the rest of the HubSpot platform to give a fully fleshed out user experience from discovery to customer and after is very good. (Especially for the price)

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à HubSpot Service Hub

We are in the HubSpot ecosystem so it was a no brainer
Brian
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Solid customer service system that's more than a helpdesk

Publié le 16/10/2019

Overall it's been a significant force multiplier to our entire operations team, not just support.

Avantages

The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients.

The flexibility of the ticketing system allows us to track several aspects of our operations in easy to digest status boards that show progress and next steps for our Production process, our demo system queue, training, installations and service, and RMA.

Inconvénients

There's a few issues viewing extremely long email chains and a few missing options in workflow design that seem like they were oversights.

Pankaj Singh
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Feature rich service tool for product company

Publié le 22/07/2021

The overall experience is very nice and effective for the team.

Avantages

Knowledge management is the feature I like most, and how easy to connect it with chat and use it for customer benefit.

Inconvénients

Nothing. It has all the features required to fulfil the requirement of the service team and product team.

Sheldon
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Good, but prefer more value

Publié le 24/05/2022

The customer service was a bit confused at rimes and got more of the big company feel rather than the we respond quickly and actually care feeling that I get from current provider.

Avantages

The integrations of Hubspot are unmatched, big reason the charge big is those ecosystem integrations.

Inconvénients

The simplicity/interface is nothing special to me. Pretty standard UI/UX. The cost for what you get is discouraging to me. It becomes quite expensive once you are off start up plan.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à HubSpot Service Hub

Seemed cleaner and easier to use, but became too expensive and started shopping for new option in Freshdesk.
Kaisha
Note globale
  • Secteur d'activité : Immobilier
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Works great!

Publié le 28/02/2020

Great, it works a lot fast that many other CRM systems I have used in the past, and I rarely see issues that cause a delay in my daily work or task completion.

Avantages

Integration took some time when our team transferred over, but it was fairly easy to learn and get back in the daily groove of business. Easy to manage daily tasks and communications.

Inconvénients

There are some features that could be better and the training, while there's a lot of content, isn't very intuitive.

Hannah
Note globale
  • Secteur d'activité : Génie mécanique ou industriel
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Easy to use knowledge base tool

Publié le 18/10/2019

Avantages

Simple to build and organize, standardized formatting for articles, built in relevant-article curator, great that its connected to everything else we do in HubSpot

Inconvénients

Would like more options for customizing the design of the knowledge base home page. Would also like to be able to use a table of contents features with anchors so that articles can be longer but easily navigated via these links and anchors.

Nikki
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Easy and intuitive + awesome customer support!

Publié le 12/11/2019

Avantages

Ability to see all information on our customers in one place, ease of use, self-service knowledge base articles, online academy courses, and customer support.

Inconvénients

The Service Hub is a newer product they offer and the functionality of the product is limited. However, I have no double it will evolve over time. It still works for us, but I look forward to more advanced options in the future.

Michael
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

HubSpot Service Hub Review

Publié le 12/11/2019

So far so good, the majority of my work is done on the ticket section of this platform and sometimes can be confused by the amount of different ways to respond to tickets (e.g. inbox, tickets, chatbot, form etc.)

Avantages

I like how it centralises everything that our business uses all on one platform.

Inconvénients

The same answer as pro, sometimes its beneficial to have everything on one platform, but other times it can muddy the waters and specific things can be hard to find.

Sam
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 7.0 /10

Great upgrade but key elements still missing

Publié le 13/11/2019

The Hubspot KB looks nice, works well, and meets the needs of very basic users. But in order to really

Avantages

I'm using the BETA version of the Hubspot Knowledge Base solution.
• The ability to change the visual appearance and a graphical element to the customer experience is very nice. Providing that you have some basic visual design skills, you can make the KB look pretty good.
• It is very easy to use.
• In spite of being in BETA, I haven't really come across any bugs or other issues.

Inconvénients

The Hubspot Knowledge Base is still missing some critical elements:
• The biggest feature missing (IMHO) is the ability to have articles appear in multiple locations. Currently, articles "live" in the category and section they are created. I would like to see a central article bank where you simply link out to the categories and sections you want to display the article in. This would allow centralized editing and improved organization for large KBs.
• The lack of interactivity in the KB. This isn't necessarily a knock on the Hubspot KB but rather ALL KBs. I would like all KBs to behave more like content modern HTML5 content authoring platforms (think Articulate Rise or Easygenerator). Providing a customer experience like that would put this KB in a league of its own.
• The ability to restrict areas of the KB to users based on various criteria (IP address, login access only, etc.)
• There are only a 3-level hierarchy to the KB (categories, sections, and knowledge articles) which isn't quite enough. Five layers would have been nice.
• Only the top layer of the hierarchy has a graphical interface. I would like to offer my end users tile menus several levels down the hierarchy. For example, if I have "Getting Started" and "Top Features" as my top level tiles, I would like the user to be able to a second tile menu the next level down in order to help them find what they are looking for more quickly. The ability to provide a VISUAL KB navigation experience is key in my opinion.

Vie
Note globale
  • Secteur d'activité : Logistique et chaîne d'approvisionnement
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

HubSpot for Customer Success

Publié le 13/09/2022

its a wonderil tool to use as a large enterprise or a small startup

Avantages

Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales

Inconvénients

a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing

Selena
Note globale
  • Secteur d'activité : Fabrication électrique/électronique
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Outstanding Product with High Quality

Publié le 30/01/2020

It's been a very helpful experience. HubSpot definitely makes my daily duties more organized and self sufficient.

Avantages

Overall my experience has been great. It helps to visualize the many steps we have within our company which makes it easier to proceed with certain duties in a more organized at a efficient pace.

Inconvénients

I really can't say anything negative about this CRM at all. It has been very helpful and organizing. If they could do something a little better it could be include more user-friendly training videos.

Luke
Note globale
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

I couldn't live without it!

Publié le 12/11/2019

The knowledge base has been a very valuable tool for our group. We've been able to drastically cut down on customer support requests as a result of the knowledge base. In the same vein, the feedback tool allows us to keep a pulse on our customer base. Lastly, the tickets portion is very user friendly and has allowed us to be more data driven when it comes to support strategy.

Avantages

I love having everything in one place - tickets, surveys, and our product's knowledge base. All of the information is easy to review and report on. On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.

Inconvénients

There could be some improvements around reporting. However, there have been several made over the past year so I expect many of this shortcomings to soon be resolved.

Joel
Note globale
  • Secteur d'activité : Santé, bien-être et fitness
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Improvement over most

Publié le 13/11/2019

Avantages

Enjoyed how easy it is to have a full synergy across service and other parts of the hubspot platform

Inconvénients

Not everything is as straightforward as it would seem or requires more steps than expected

Martin
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 7.0 /10

Very useful product

Publié le 30/01/2020

Avantages

The product is pretty easy to use, efter it has been set up within your organisation. The tickets flow is very simple for everyone in the organisation to use, and the level of customisation makes the service hub very good.

Inconvénients

The out of the box feature set is not very complete. The amount of custom setup, that has to be make within our organisation (and I assume many others) is pretty substantiel.

Abed
Note globale
  • Secteur d'activité : Hôpitaux et soins de santé
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

HubSpot review

Publié le 31/12/2019

HubSpot really helps bridge our various teams and really shines for our sales-related staff, it's a single source of truth for them.

Avantages

There's a lot you can do with it, it's very powerful, flexible, and really does help bring different teams, customers, sales leads, etc. together.

Inconvénients

The ticketing system isn't the best. It has good followup options, but individual ticket threads, views of lists, and so on are left wanting. It is not as performant as other systems, at times I find my browser hanging after they've done some updates.

Shanice
Note globale
  • Secteur d'activité : Divertissement
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

A great platform! Would definitely recommend.

Publié le 30/01/2020

Our experience with HubSpot has been great. HubSpot is the first CRM I've ever used and I couldn't imagine using anything else!

Avantages

For what I need to do in my role I turn to HubSpot for pretty much everything - everything is in place! It's also used across the business so it's not just for marketing.

Inconvénients

The only con for me is the ability to re-arrange modules within email templates. I think you can do this in the design tool however it would be a lot easier to just drag these around whilst editing the email.

Ashlee
Note globale
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Love the Knowledge Base

Publié le 12/11/2019

I use the Service Hub itself every day and I'm always checking the knowledge base dashboard to see what users are searching for to inform what KB articles to write next.

Avantages

It's really easy and fast to create new knowledge base articles and get them live. It's also very easy to keep everything organized and Hubspot is always adding new ways to make the knowledge base look better from a user viewpoint.

Inconvénients

The URLs that are auto-created based on the title of the article almost always need to be adjusted.